Customer Service Specialist

As Customer Lifecycle Marketing Manager/Specialist, you are responsible for developing and delivering lifecycle growth strategies that drive customer activation, engagement, retention, advocacy and product adoption for the Digital Banking project. You will own the customer communication strategies to support the migration onto the new platform that creates measurable customer and business value. You will work collaboratively with peers across Customer Marketing, Customer Operations Analytics, Creative Services, Digital, Customer Experience, Project Delivery, Change, Contact Centre, Branch and Technology. You will act as the lifecycle communication subject matter expert, ensuring customer communications are timely, relevant, personalised and commercially effective across all channels. Plus, you have the chance to be part of something different in this growing organisation. We are a bit smaller than the majors and we do things a little differently. Importantly, we want to see you grow your career and help you be at your best. Our customers want to escape being treated as a number, and so do you. So, set your sights high, make a difference and drive your own development with our team. We want you to be a part of our story. Your responsibilities Lifecycle Strategy Planning Define lifecycle strategies across onboarding, activation, engagement, retention, cross-sell, advocacy and win-back stages. Identify growth opportunities using customer, behavioural, product and channel performance data. Translate commercial objectives into lifecycle programs and measurable outcomes. Develop lifecycle roadmaps and prioritise initiatives based on customer and business impact. Customer Journey Design Optimisation Design and continuously improve customer journeys across email, push, SMS, in-app, direct mail, phone and emerging channels. Define customer segmentation frameworks, trigger logic, contact strategies and personalisation approaches. Partner with Brand, Content and Product teams to develop compelling customer propositions and messaging. Ensure lifecycle programs deliver consistent and connected customer experiences across channels. Commercial Performance Ownership Own lifecycle performance against agreed commercial and customer metrics. Monitor program effectiveness and proactively identify optimisation opportunities. Drive improvements in activation, engagement, retention, product penetration and customer lifetime value. Deliver regular performance reporting, insights and recommendations to stakeholders. Experimentation Test and Learn Develop and own lifecycle experimentation roadmaps. Design and evaluate A/B and multivariate tests across audiences, messaging, channels, offers and timing. Apply insights and learnings to continuously improve customer outcomes and commercial performance. Foster a culture of experimentation and evidence-based decision making. Cross Functional Leadership Partner with Marketing Automation Specialists to define build requirements and deployment priorities. Collaborate with Data and Analytics teams to define required events, attributes, triggers and audience frameworks. Work closely with Digital, Technology, Operations and Customer Experience teams to align to the Digital Banking pPatform project communication requirements. Personal Leadership Contribute to a culture of accountability, continuous improvement and customer obsession. Demonstrate Great Southern Bank's values and cultural attributes in all interactions and decisions. Support capability uplift across lifecycle marketing and customer growth disciplines. Key Measures of Success Customer activation and onboarding conversion Customer engagement and product usage growth Retention and attrition performance Customer lifetime value uplift Test velocity and experimentation impact Lifecycle program ROI Contribution to portfolio revenue and customer growth Stakeholder satisfaction and delivery effectiveness Your experience Essential 5-8+ years' experience in customer lifecycle marketing, CRM, retention marketing or growth marketing. Demonstrated ownership of customer change communication programs supporting key projects. Experience developing lifecycle strategies and customer journeys across multiple lifecycle stages. Proven experience working with customer data, segmentation and behavioural targeting. Experience operating within complex or regulated industries. Desirable Banking, financial services, insurance, telecommunications or utilities experience. Experience working with marketing automation platforms such as Braze, Salesforce Marketing Cloud, Adobe Campaign or similar.